Senior Recipient Support Specialist
About this role
Senior Recipient Support Specialist
Valencia, California - REMOTE
At Advanced Bionics, we believe hearing has the power to connect people to life's most meaningful moments. As a global leader in cochlear implant technology, we're committed to delivering innovative solutions and exceptional support to recipients worldwide.
We're seeking an experienced Senior Recipient Support Specialist to serve as a subject matter expert in cochlear implant support, helping recipients maximize the benefits of their Advanced Bionics technology while delivering an outstanding customer experience.
If you're passionate about patient care, clinical education, troubleshooting complex technology, and mentoring others, we'd love to hear from you.
What You'll Do
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Provide expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom.
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Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals.
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Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education.
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Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes.
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Assist recipients with myABOnline and other digital consumer platforms.
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Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions.
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Document recipient interactions and communicate recommendations with clinical teams when appropriate.
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Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness.
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Serve as the first point of escalation for complex recipient questions and technical issues.
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Train, coach, and mentor new Recipient Support Specialists.
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Lead KPI reporting and contribute during team performance meetings.
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Support continuous process improvements and additional projects as assigned.
What You'll Bring
Required Qualifications
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Bachelor's degree or higher.
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Minimum 5 years of direct clinical cochlear implant experience, including troubleshooting and programming.
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Extensive knowledge of Advanced Bionics products and troubleshooting resources.
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Strong organizational and prioritization skills.
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Outstanding written, verbal, and presentation skills.
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Ability to build trusted relationships while delivering exceptional customer experiences.
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Strong computer proficiency including Microsoft Office and Salesforce.
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Fluent in English.
Preferred Qualifications
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5+ years of cochlear implant industry, manufacturer, or sales experience.
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Previous leadership, mentoring, or coaching experience.
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Knowledge of legacy cochlear implant devices and troubleshooting.
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Spanish and/or French language proficiency.
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Master's or Doctoral degree in a related clinical field.
Why Join Advanced Bionics?
At Advanced Bionics, you'll work alongside passionate professionals dedicated to improving lives through groundbreaking hearing technology. You'll have the opportunity to support recipients during life-changing moments, mentor fellow team members, and influence the future of recipient care while working with one of the industry's most innovative cochlear implant manufacturers.
If you're ready to combine your clinical expertise with exceptional customer care to make a meaningful impact, we'd love to meet you.
Compensation
Salary Range: $91,200 – $114,000
Company at a glance
Around 25% of the world’s population is living with hearing loss. At Sonova, we envision a world where everyone enjoys the delight of hearing and lives a life without limitations. From personal audio devices and wireless communication systems to audiological care services, hearing aids, and cochlear implants. Our product brands – Phonak, Unitron, Sennheiser (under license), and Advanced Bionics – create compelling new products to offer the optimal solution for an ever growing consumer base through our globally diversified sales and distribution channels, including our well established global audiological care business. With a presence in over 100 countries and more than 19,000 employees, we leverage our global infrastructure and local roots. We aim for an inclusive work environment and culture that fosters a good balance of family and work-life for everyone. Our workforce is made up of 110 nationalities across 4 generations.
In 2006, Sonova founded the non-profit Hear the World Foundation, which seeks to give children living with hearing loss access to audiological care in low- to middle-income countries.
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